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Stuart H
2007-05-29
5/29/07
Hi Ted,
Each month my son Mike writes a newsletter to all our employees at UNO's and Rein's' Deli. It usually deals with Customer Service and how important it is to our success. He utilizes the experiences that he and his family ha.ve encountered. I thought you might get a kick out of this one.
Regards,
Stuart
RETAIL ADVENTURES
So, do you really think my only experiences involve food and booze? You would be wrong. Two very interesting things happened to me this month Situations handled very differently and with very different results. Let us explore....
First we'll check out a big box audio/tv store. For the sake of argument we'll initial it. Not BB, but let's try the initials CC (could stand for carbon copy, credit card, cream cheese. who knows)? Having guests coming for a recent gathering at my house, I found myself in need of new outdoor speakers. A great salesperson at a competitor (a father of one of our servers) helped me decide what to get, however I found the speakers at CC (fictional of course) for less money. To make a long story short, after my speakers did not arrive as promised by the time of my gathering and the order was lost and the speakers were now out of stock, I decided to get some help. After calling the store, corporate, the store, corporate, corporate, corporate and back to the store I was finally told they would ship the speakers eventually, or I could cancel the order and get a refund. Nothing for my trouble or my ruined party. Basically just the privilege to get my order sometime in the future or go elsewhere for my speakers. GUESS WHAT I DECIDED???
Let's look at our second occurrence. I have a cement pond in my backyard. It is quite the pain to open for use each summer. One of the toughest parts is cleaning it after the winter cover comes off. Again, having guests coming to visit, I wanted the pond to be spotless. But, as my poor luck would have it, my pool vacuum broke. I took it to Teddy Bear Pools, and in their busiest of times fixed it for me on the spot because it was a minor repair. I go home, put the vacuum in the pool and it doesn't work. I go back to Teddy Bear and this time, with phones going crazy and lines out the door, they rip the vacuum apart and fix it again on the spot. How much was the charge to fix their prior attempt? Zip. Zero. Zilch. Nada. How about d'em apples! And people ask why I always go to Teddy Bear even though they are far from my house---no brainer!
In summation, people have choices where to eat? Where to shop and who to call 'for services. Let's all make sure, in anyway possible, we show our guests why they shouldchoose us!!!
Thanks,
MIKE
